Method and apparatus for managing communications and for creating communication routing rules

• US 6,912,272 B2
• Filed: 09/21/2001
• Issued: 06/28/2005
• Est. Priority Date: 09/21/2001
• Status: Active Grant

• Current Assignee: Palo Alto Networks Incorporated
• Original Assignee: Talkflow Systems LLC
• Inventors: Kirk, Randal J., Kirk, Julian P.
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US09/956,990
• Publication Number:
  US 20030059016A1
• Time in Patent Office: 1,376 Days
• Field of Search: 379/88.01, 379/88.13, 379/88.19, 379/88.17, 379/88.2, 379/88.21, 379/211.02, 379/212.01, 379/214.01, 379/265.01, 379/265.05, 379/265.09, 379/265.12, 379/265.13, 379/266.07, 379/266.08
• US Class Current: 379/88.01
• CPC Class Codes: B07C 3/00 Sorting according to destination collating the pages of a book B42C1/00
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined characteristics relating to a received communication. A destination is selected based on the assigned values and the communication is routed to the selected destination. Scripts can be generated to route the communication to a specified device of the destination.

Claims

1. A method for managing communications comprising the steps of:

receiving a communication having content for an unknown destination;

displaying and assigning one or more of a plurality of values from a predetermined value set to each of one or more of a plurality of predetermined characteristics corresponding respectively to the value sets and relating to the content of the communication;

selecting a destination base on the values assigned in said assignment step; and

transferring the communication to the destination selected in said selecting step.

2. The method as recited in claim 1, wherein said transferring step further comprises:

routing the communication to a specified device of the destination based on predetermined scripts relating to a schedule of the destination.

3. The method as recited in claim 2, wherein said routing rules comprise a workflow process of the destination based on the content of the communication.

4. A method as recited in claim 1, wherein said selecting step comprises applying the values to one or more predefined rules, determining one of said rules that corresponds to the values, and determining a destination of said one of said rules.

5. The method as recited in claim 1, wherein said assigning step comprises:

prompting an operator to select one or more values for each characteristic.

6. The method as recited in claim 1, further comprising the steps of:

generating a plain-language statement based on the values assigned in said assigning step; and

displaying the plain-language statement.

7. The method as recited in claim 6 further comprising the steps of:

assigning one or more devices to the destination;

inputting schedule data for the destination to create a script; and

wherein said transferring step further comprises, transferring the communication to one or more of the devices based on the script.

8. The method as recited in claim 7 wherein the devices comprise at least one of a phone, a facsimile machine, a voice mail system, an e-mail system, and a pager.

9. The method as recited in claim 7 wherein said inputting step comprises importing from an external scheduling system.

10. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of subject.

11. The method as recited in claim 10, wherein the predetermined values are “

product/service”

, “

money”

, “

people”

, and “

facilities.”

12. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of status.

13. The method as recited in claim 12, wherein the predetermined values are “

prospect” and

“

established.”

14. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of class.

15. The method as recited in claim 14, wherein the predetermined values are “

customer”

, “

vendor”

, “

employee”

, “

fire/police”

, “

government”

, “

investor” and

“

media.”

16. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of priority.

17. The method as recited in claim 16, wherein the predetermined values are “

normal”

, “

complain”

, and “

emergency.”

18. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of transaction direction.

19. The method as recited in claim 18, wherein the predetermined values are “

receiving”

, “

delivering”

, “

internal”

, and “

external.”

20. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of transaction control.

21. The method as recited in claim 20, wherein the predetermined values are “

begin”

, “

end”

, and “

change.”

22. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of action.

23. The method as recited in claim 22, wherein the predetermined values are “

buy”

, “

information”

, “

repair”

, “

schedule”

, and “

pay.”

24. The method as recited in claim 1, wherein said call destination includes a link and further comprising opening an application corresponding to the link.

25. A method as recited in claim 1, wherein said transferring step comprises physically transporting the communication to the destination.

26. A method as recited in claim 1, wherein said transferring step comprises coupling the communication to the destination through electronic communication channels.

27. The method as recited in claim 26, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of subject.

28. The method as recited in claim 27, wherein the predetermined values are “

product/service ”

, “

money”

, “

people”

, and “

facilities.”

29. A method for classifying a communication having content when the destination is unknown comprising:

analyzing the content of the communication for selecting a destination;

applying the content of the communication to a characteristic matrix representing the content;

presenting and assigning a predetermined value to each characteristic in the matrix based on the content of the communication, the assignment of predetermined values forming a particular matrix structure;

classifying the communication by selecting a destination based on the structure of the matrix.

30. The method as recited in claim 29, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of status.

31. The method as recited in claim 30, wherein the predetermined values are “

prospect” and

“

established.”

32. The method as recited in claim 29, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of transaction direction.

33. The method as recited in claim 32, wherein the predetermined values are “

receiving”

, “

delivering”

, “

internal”

, and “

external.”

34. The method as recited in claim 29, wherein said classifying step comprises applying the matrix having values to one or more predefined rules, determining one of said rules that corresponds to the matrix, and determining a classification of said one of rules.

35. The method as recited in claim 29, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of class.

36. The method as recited in claim 35 wherein the predetermined values are “

customer”

, “

vendor”

, “

employee”

, “

fire/police”

, “

government”

, “

investor” and

“

media”

.

37. The method as recited in claim 29, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of priority.

38. The method as recited in claim 37, wherein the predetermined values are “

normal”

, “

complain”

, and “

emergency.”

39. The method as recited in claim 29, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of transaction control.

40. The method as recited in claim 39, wherein the predetermined values are “

begin”

, “

end”

, and “

change.”

41. The method as recited in claim 29, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to a characteristic of action.

42. The method as recited in claim 41, wherein the predetermined values are “

buy”

, “

information”

, “

repair”

, “

schedule”

, and “

pay.”

43. A computer readable media having instructions recorded thereon for managing communications having content, said instructions comprising:

instructions for displaying and prompting a user to assign one or more of a plurality of predetermined values from a predetermined value set to each of one or more of a plurality of predetermined characteristics corresponding respectively to the value sets and relating to the content of a received communication for an unknown destination;

instructions for selecting a destination based on the values assigned in said assignment step; and

instructions for transferring the communication to the destination.

44. The media as recited in claim 43, wherein said instructions for transferring further comprise instructions for routing the communication to a specified device of the destination based on predetermined scripts relating to the schedule of the destination.

45. The method as recited in claim 44;

wherein said routing rules comprise a workflow process of the destination based on the content of the communication.

46. The media as recited in claim 43, wherein said instructions for selecting comprise instructions for applying the values to one or more predefined rules, instructions for determining one of said rules that corresponds to the values, and instructions for determining a call destination of said one of said rules.

47. The media as recited in claim 43, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to a characteristic of status.

48. The media as recited in claim 47, wherein the predetermined values are “

prospect” and

“

established.”

49. The media as recited in claim 43, further comprising instructions for generating a plain-language statement based on the assigned values and instructions for displaying the plain-language statement.

50. The media as recited in claim 43, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to a characteristic of class.

51. The media as recited in claim 50, wherein the predetermined values are “

customer”

, “

vendor”

, “

employee”

, “

fire/police”

, “

government”

, “

investor” and

“

media.”

52. The media as recited in claim 43, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to a characteristic of transaction direction.

53. The media as recited in claim 52, wherein the predetermined values are “

receiving”

, “

delivering”

, “

internal”

, and “

external.”

54. The media as recited in claim 43, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to a characteristic of priority.

55. The media as recited in claim 54, wherein the predetermined values are “

normal”

, “

complain”

, and “

emergency.”

56. The media as recited in claim 43, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to a characteristic of subject.

57. The media as recited in claim 56, wherein the predetermined values are “

product/service”

, “

money”

, “

people”

, and “

facilities.”

58. The media as recited in claim 43, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to a characteristic of transaction control.

59. The media as recited in claim 58, wherein the predetermined values are “

begin”

, “

end”

, and “

change.”

60. The media as recited in claim 58, wherein the predetermined values are “

buy”

, “

information”

, “

repair”

, “

schedule”

, and “

pay.”

61. The media as recited in claim 43, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to a characteristic of action.

62. The media as recited in claim 43, wherein said destination includes a link and further comprising instructions for opening an application corresponding to the link.

63. The media as recited in claim 43, wherein said instructions for transferring comprise instructions for prompting a user to physically transport the communication to the destination.

64. The media as recited in claim 43, wherein said instructions for transferring comprise instructions for coupling the communication to the destination through electronic communication channels.

65. A method of managing communications comprising:

ascertaining a meaning of at least a portion of the communication for an unknown destination;

displaying and applying a translational language to the meaning, the translational language comprising a plurality of predetermined values from a predetermined value set to each of one or more of a plurality of predetermined characteristics corresponding respectively to the value sets and relating to the content of the communication;

selecting a destination based on the results of said applying step; and

transferring the communication to the destination.

66. A method as recited in claim 65, wherein said communication is a telephone call and said transferring step comprises connecting the call to a desired device.

67. A method as recited in claim 65, wherein said applying step comprises assigning one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to the communication.

70. The method as recited in claim 66, further comprising the steps of:

assigning one or more devices to the destination;

inputting schedule data for a user associated with the destination; and

in said transferring step, transferring the call to one or more of the devices based on the schedule data.

71. The method as recited in claim 70, further comprising the steps of:

assigning one or more devices to the destination;

inputting schedule data for a user associated with the destination; and

in said transferring step, transferring the call to one or more of the devices based on the scheduling data.

72. The method as recited in claim 71 wherein said devices comprise of at least one of a phone, a facsimile machine, a voice mail system, and e-mail system and a pager.

73. The method recited claim 71 wherein the schedule data is imported from an external scheduling system.

74. The method as recited in claim 71, wherein said transferring step further comprises applying predetermined routing rules to said schedule data to determine a device of said destination to which the call should be transferred, wherein said routing rules comprise a workflow of the destination based on the content of the call.

68. A method for managing communications by applying a translational language to the communication to determine a destination for the communication, said method comprising:

determining, before receiving a communication for an unknown destination, a characteristic of a communication to be used in determining a destination for the communication;

determining, before receiving a communication for an unknown destination, a set of plural values that can be assigned to the characteristic;

receiving a communication having content for an unknown destination;

presenting and assigning at least one of the plural values in the set to the characteristic based on the content of the communication;

selecting a destination based on the at least one value assigned in said assigning step; and

transferring the communication to a destination based on the at least one value assigned to the characteristic.

69. The method as recited in claim 68, wherein said selecting step comprises applying the values to one or more predefined rules, that correspond to said values and determining a call destination based on said one of said rules.

75. The method as recited in claim 68, wherein said transferring step further comprises:

routing the call to a specified device of the destination based on predetermined routing rules relating to the destination.

76. The method as recited in claim 75, wherein said routing rules comprise a workflow process of the destination based on the content of the communication.

77. The method as recited in claim 68, wherein said assigning step comprises:

prompting an operator to select one or more values for each characteristic.

78. A method for setting up a system for managing communications by applying a translational language to the communication to determine a destination for the communication, said method comprising:

determining at least one presentable characteristic of a communication for an unknown destination to be used in determining a destination for the communication;

determining a set of presentable plural values that can be assigned to the characteristic;

determining at least one rule correlating a value of the characteristic to a destination for communications having content associated with the value.

79. A method for managing communications using a translational language to synthesize the content of a communication into a reduced set of elements, said method comprising the steps of:

receiving a communication having content for an unknown destination;

determining a list of elements relating to the communication'"'"'s content, said list comprising plural elements;

displaying and applying a logical polysemy expression to the list of elements to express the content of the communication;

using the logical polysemous expression to determine the destination of the communication; and

transferring the communication to the destination.

80. The method as recited in claim 79, wherein each of said elements are values selected from a predetermined set of values corresponding to a characteristic.

81. The method as recited in claim 79, wherein said applying step comprises applying at least one predetermined rule to the list of elements.

82. The method as recited in claim 79, wherein said applying step comprising applying rules based on the elements and the context of the elements in the list of elements.

83. The method as recited in claim 79, wherein said determining step comprises a human selecting values through a computer user interface and said applying step comprises applying a computer polysemy algorithm.

84. A system for managing communications by applying a translational language to the communication to determine a destination for the communication, comprising:

an interface for displaying and determining at least one characteristic of a communication for an unknown destination to be used in determining a destination for the communication;

an interface for displaying and selecting at least one value from a set of predetermined plural values that can be assigned to the characteristic; and

an interface for determining at least one rule correlating the at least one selected value of the characteristic to a destination for communications having content associated with the value.

85. A method for setting up a system for managing communications by applying a translational language to the communication to determine a destination for the communication, comprising:

displaying and determining at least one characteristic of a communication for an unknown destination to be used in determining a destination for the communication;

displaying and selecting at least one value from a set of predetermined plural values that can be assigned to the at least one characteristic; and

determining at least one rule correlating the at least one selected value of the at least one characteristic to a destination for communications having content associated with the value.